Yesterday, we were asked a question from an SWPP member: “How can you put value on the accuracy of your forecast? I’d like to invest in improving our forecasting, but I am having a hard time quantifying the benefits of it, and I want to sell it to my bosses!” Better forecasts mean better decisions, right? Slam dunk, huh? But he had a very compelling take, and to be honest, I haven’t sorted out how to think about it. Here is his take: Long-term forecast accuracy has significant value. If I could create algorithms or business processes that improve our...
Session 4: Advanced Contact Center Strategic Analytics Date: Tuesday, August 19 Time: 1:00-2:00 pm CT Central to the capacity plan is the contact center staffing model. Most planners use it to determine how much staff is needed to hit service levels given a forecast. But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions. In this session we will discuss how to...
Session 3: Contact Center Staffing Models Date: Tuesday, July 15 Time: 1:00-2:00 pm CT The omni-center/multi-center operation has changed the math we’ve traditionally used to develop staff plans. In this session, we will discuss how the nuances of each channel requires different considerations for right-sizing your workforce. In a nutshell, we will try and help develop a better math model to determine staffing. We will discuss models for: Chat with concurrency Outbound dialer models Back office processing Inbound phone Click...
Date: Thursday, July 24, 2025 Time: 1:00-2:00 pm CT WFM’s Power Couple: Admins and AI AI is transforming WFM solutions, greatly improving their effectiveness and usability for both employees and administrators. Advancements in forecasting algorithms, bulk scheduling changes, real-time adherence and more are enabling WFM administrators to automate routine tasks, reduce costs, and respond to staffing needs with greater agility and accuracy. Join this webinar to learn: How AI-driven forecasting algorithms are increasing scheduling accuracy, reducing operating costs, and decreasing...
